We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 365360 results
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Decision Reference DRN-5244831
15 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5244831 The complaint X is unhappy that Society of Lloyds declined his claim on his motor insurance policy for damages following the theft of his vehicle. What happened In September 2019 X took out motor insurance through a broker which was underwritten by Society of Lloyds. In July... (4 pages)View decision -
Decision Reference DRN-5125952
15 Jan 2025 Argentis Wealth Management Ltd UpheldInvestmentsDRN-5125952 The complaint Mr and Mrs C complain about the service they received from Argentis Wealth Management Ltd (“Argentis”) who managed their investments. What happened Mr and Mrs C employed a financial adviser business to manage their investment portfolios for many years. When tha... (7 pages)View decision -
Decision Reference DRN-5262199
15 Jan 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5262199 Complaint Miss M says Shop Direct Company Finance Limited (“Shop Direct”) irresponsibly provided her with catalogue shopping accounts, which it then unfairly increased the credit limit on a number of times. She says she shouldn’t have been provided with these facilities. Ba... (5 pages)View decision -
Decision Reference DRN-4795803
15 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4795803 The complaint Mr T complains that the settlement figure he was given by Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) when he was looking to end a conditional sale agreement early was higher than it should’ve been. What happened Mr T took o... (2 pages)View decision -
Decision Reference DRN-5224430
15 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5224430 The complaint Mr and Mrs C have complained about how a breakdown claim was handled by the provider of a breakdown service that was provided through their Nationwide Building Society (“Nationwide”) FlexPlus account. What happened Mr and Mrs C’s daughter was involved in a car... (2 pages)View decision -
Decision Reference DRN-5018340
15 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5018340 The complaint Mr H has complained that Moneybarn No.1 Ltd loaded a fraud marker against him in respect of a finance agreement he’d taken out with it. What happened In June 2023 Mr H entered into a conditional sale agreement with Moneybarn to acquire a used car for around £6... (3 pages)View decision -
Decision Reference DRN-5246341
15 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5246341 Complaint Mrs M and Mr M have complained that Lloyds Bank PLC (“Lloyds”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background Lloyds increased Mrs M and Mr M’s overdraft limit to £2,500.00 in Septemb... (4 pages)View decision -
Decision Reference DRN-5234497
15 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5234497 Complaint Ms R has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card as well as the limit increase were irresponsibly provided. Background Zopa provided Ms R with a credit card with an initial limit of £400 in December 2021.... (3 pages)View decision -
Decision Reference DRN-5231411
15 Jan 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5231411 Complaint Mr W complains that Secure Trust Bank (trading as “Moneyway”) unfairly entered into a hire- purchase agreement with him. He’s said that the repayments to this agreement were unaffordable and so it shouldn’t have been provided to him. Background Mr W did initially ... (5 pages)View decision -
Decision Reference DRN-5256557
15 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5256557 The complaint Mr P complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Contract Hire (‘Santander’). What happened I issued my provisional decision on this complaint in December last ... (3 pages)View decision
